Office Procedures Flashcards
students
observers or hold paid positions
groomers
can be first to recognize abnormalities
kennel assistants
keep practice clean and alert changes in patients
vet assistant
helps vets and/ or techs
Techs
work under supervision of vet
receptionists
the “face” of the practice, administrative duties
office managers
overseeing the front staff
vet
the dr
practice manager
keeps entire team working together and often reports to a hospital administrater
hospital administrater
may be a vet, tech or business manager. Has complete authority.
team env’t and personal qualifications
genuine care for animals, enjoy working with people, ability to remain calm in crisis, handle emotional stress of situations with animals, walking, standing, bending, reaching,climbing, carry 50lbs, arm and hand steadiness, presents self well.
companion practice
mostly treats family pets like dogs and cats, aka small animal practices
mobile pet practice
travels directly to clients home, usually travels with a vet a tech or assistant
referral practice
specialty practice consists of groups of veterinarians of different specialties, referred by current vet
lrg animal practice
working excursively with ie horses, sheep and cows. work at farms, racetracks and stables, may have clinical site
mixed practice
treats companion and lrg animals
3 main factors that affect design and efficiency
size, type of practice and services offered
most practices divided into 3 parts
front- reception, exam rooms, middle-lab, pharmacy, treatment areas, back- kennel wards and storage areas
ethics
system of moral principals that determine appropriate behaviour and actions withing a specific group
ethics working with animals
treat with kindness, respect and compassion
ethics of veterinary profession
professional judgment is given to all vets, obligated to serve the public
bodies of law
legal issues that affect professional or business decisions confront veterinary staff (federal, provincial, local or common law)
practice acts
illegal w/o a licence, state qualifications for licence, conditions on where licence can be revoked, establishing penalties for violating the act
common law malpractice
when a veterinary agrees to treat a clients animal, common law imposes on that veterinarian a legal duty. negligence is when they dont live up to that duty
3 elements to prove negligence
agreed to see the patient, failed to exercise the necessary legal obligation of skill and diligence, negligence caused injury to the patient
health and safety compliance
every employer with one or more employees must operate in compliance with the Occupational Health and Safety act
OHSA
designed to provide a safe workplace for all persons working in any business affecting commerce (vet must also supervise for proper restraint of any animal)
first impressions
warm and welcoming, greeting and acknowledging, care and concern must be shown
answering phone
answer by 3rd ring, speaking slowly and clearly, with a smile and positive tone, ask before putting on hold
greeting clients
always acknowledge when entering the practice
client and patient info form
contact info of client and financial responsibility when services are rendered
patient history form
name of client and pet, pet age, breed and gender, spay neuter info, past vaccinations and medical history
informed consent form
all info regarding procedure has been provided and client has opportunity to ask questions
medical record
patient history form, client and pet info, history of procedures and medications for pets
euthanasia form
must be signed by client
rabies certificate
pet and client info, vaccine info, manufacturer of vaccine, lot number, expiry date, tag number, date of vaccination, signature of vet who administered vaccine
avoiding difficult situations
every client receives and estimate for procedures and sign a copy for the record. invoices should be detailed. extending credit should not be allowed.
when first entering the office
visit first begins when entering, place in exam room, update medical history - weight, vital signs, and labs if necessary
client education
vaccine schedule, vaccine reactions, intestinal parasites, nutrition, dental disease prevention, heartworm prevention, flea and tick disease prevention, spay/ neuter, obesity prevention and management, aging process
admissions
treatment with consent and informed of risks, prognosis and alternative treatments. Provide and estimate for the client.
discharge
with written instructions, including restrictions for food, activity or therapy
premium
amount owner pays monthly or annually
deductible
amount owner pays before insurance will offer compensation
co-pay
percentage owner is responsible for after the deductible has been met
medical records
client contact info, patient name and info, and the date services were rendered. clients have the right to see it.
POMR
problem orientated medical record
SOAP
subjective, objective, assessment, plan
S- subjective
reason for visit, history taking and observations made by client
O- objective
gathered directly from the patient -factual information
A- assessment
any conclusions reached from the subjective and objective section and includes a definitive diagnosis
P- plan
based upon the assessment and includes treatment, surgery, medication, intended diagnostics or intended communication
inventory costs
should be maintained at approx 12% and 15% of the overall income of the practice
shrinkage
loss of product without explaination
expiration
unopened and unused products with expiration dates
missed charges
easily tracked with correct training and monitoring
shelf life products
clinics should not exceed 3 mos
client relations
2-5 min clients draw conclusions of practice.
communication
greeting, verbal and written forms, info for clients, vaccine schedules, nutrition info, yearly exams, surgical instructions, boarding clients
angry clients on phone
listen to client, review the facts, refer the call to the manager
angry clients in practice
take to exam room for privacy, listen to client, try to offer a solution, apologize and admit fault if it is part of the practice.
body language
60% of communication
grieving and loss
to prevent suffering and support the highest quality of life possible during the approach of a pets life
stages of grief
denial, anger, guilt, sorrow, loneliness, replacement,
